Emergency Issues

What do I do if I have a problem with my heating and hot water?
If you are a credit billing customer and normally receive a paper bill from us, please contact your heat provider first. If you have a smart Pay-As-You-Go meter in your home, please conduct the following checks: Are both your heating and hot water affected? If only one is affected, please c...
read more » If you are a credit billing customer and normally receive a paper bill from us, please contact your heat provider first. If you have a smart Pay-As-You-Go meter in your home, pl...
read more »

How do I report a problem?
If there’s a problem with the heating & hot water supply to your home, you will need to contact the heat supplier for your building. Your heat supplier is your building owner or landlord - they operate the heat network that provides heating & hot water to your home. If your heat provider think...
read more » If there’s a problem with the heating & hot water supply to your home, you will need to contact the heat supplier for your building. Your heat supplier is your building owner or...
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I can't find my building’s telephone number, my postcode isn’t valid on the website.
The telephone number for your landlord or building owner will appear on any letters or emails they may have sent to you. Your emergency contact details are also in the welcome brochure you received from us when you moved in. Your landlord should provide a customer services telephone number on the...
read more » The telephone number for your landlord or building owner will appear on any letters or emails they may have sent to you. Your emergency contact details are also in the welcome b...
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Payments

Why are you sending me to a different payment website?
Our payment platform (pay.insite-energy.co.uk) is a secure portal where you can pay your monthly bills or find a convenient way to top-up your Smart Pay-As-You-Go meter. Once you have registered online, you will be able manage all your payments to Insite Energy at the click of a button. Our payment platform (pay.insite-energy.co.uk) is a secure portal where you can pay your monthly bills or find a convenient way to top-up your Smart Pay-As-You-Go meter. Once yo...
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How do I set up a standing order?
If you would like to make sure you are making regular payments onto your account but would prefer not to set up a Direct Debit, you can always arrange a standing order. A standing order is an agreement with your bank to pay a fixed amount to another person or business at regular intervals; whethe...
read more » If you would like to make sure you are making regular payments onto your account but would prefer not to set up a Direct Debit, you can always arrange a standing order. A standi...
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When will I receive my bill?
If you’ve been signed up for monthly billing by your heat provider, you’ll receive your first bill from us after you’ve been in your home for more than a full month. You’ll normally receive your new bill within the first week of every month after that. If you’ve been in your home for two months o...
read more » If you’ve been signed up for monthly billing by your heat provider, you’ll receive your first bill from us after you’ve been in your home for more than a full month. You’ll normall...
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Why can’t I set up an online account?
If you’re having difficulty setting up an online account with Insite Energy, please speak to a member of our team. You can find the dedicated support number for your building by searching for your address here. You can also contact us at anytime via our Contact Us page. If you’re having difficulty setting up an online account with Insite Energy, please speak to a member of our team. You can find the dedicated support number for your building by se...
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How do I provide a manual meter reading if required?
If we are unable to obtain an actual reading from your meter and you have received an estimate bill as a result, we may ask you to provide us with a manual meter reading. To do this you can submit your reading along with a photograph of your heat meter showing the latest read via our ‘Submit a meter...
read more » If we are unable to obtain an actual reading from your meter and you have received an estimate bill as a result, we may ask you to provide us with a manual meter reading. To do thi...
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A payment did not appear on my bill?
It can take up to 14 days for a payment to be processed, if you made a payment within 14 days of the issue of your latest bill it should appear on your next Bill. If you have any concerns, please contact us. It can take up to 14 days for a payment to be processed, if you made a payment within 14 days of the issue of your latest bill it should appear on your next Bill. If you have any c...
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Monthly Billing

Understanding your bills
Your landlord or building owner (heat supplier) has appointed Insite Energy to send you monthly bills for your heating and hot water. Each month, your heat supplier provides Insite Energy with remote readings from your heat meter. Your meter measures the consumption of heating and hot water in yo...
read more » Your landlord or building owner (heat supplier) has appointed Insite Energy to send you monthly bills for your heating and hot water. Each month, your heat supplier provides Ins...
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Why has my bill been estimated?
If your bill has an ‘a’ marked within the ‘Heat Charges’ section, it shows that an actual reading has been taken from your heat meter and sent to Insite Energy remotely.  If your bill is based on actual readings from your heat meter, they have given us a true report on your kWh consumption o...
read more » If your bill has an ‘a’ marked within the ‘Heat Charges’ section, it shows that an actual reading has been taken from your heat meter and sent to Insite Energy remotely.  I...
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How can I pay my bill?
There are a number of ways to pay your heating & hot water bill. As soon as you move into your home, we can help you choose the payment method that works best for you. You can change the way you pay your bill at any time, simply by getting in touch with us on the details for your building. Pay...
read more » There are a number of ways to pay your heating & hot water bill. As soon as you move into your home, we can help you choose the payment method that works best for you. You can c...
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Why isn’t my payment showing on my bill?
If you’ve made a payment and it isn’t showing on your latest bill from us, it might be because the payment didn’t reach us before we issued your bill.  For example, if you made a payment within 7 days of your ‘payment due date’, the money may not have been processed by us in time to reflect...
read more » If you’ve made a payment and it isn’t showing on your latest bill from us, it might be because the payment didn’t reach us before we issued your bill.  For example, if you...
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My Bill is too high – can you investigate and send me a new one?
If your bill has an ‘a’ marked within the ‘Heat Charges’ section, it shows that an actual reading has been taken from your heat meter and sent to Insite Energy remotely.  If your bill is based on actual readings from your heat meter, they have given us a true report on your kWh consumption o...
read more » If your bill has an ‘a’ marked within the ‘Heat Charges’ section, it shows that an actual reading has been taken from your heat meter and sent to Insite Energy remotely.  I...
read more »

I can’t afford to pay my bill in full – can I pay it in instalments?
If you are having any difficulty paying your bill, you may be eligible to pay off what you owe in manageable instalments through a Direct Debit payment plan.  If you’d like hep to pay your monthly bills and set up a Direct Debit payment plan, please contact us, or call the dedicated support...
read more » If you are having any difficulty paying your bill, you may be eligible to pay off what you owe in manageable instalments through a Direct Debit payment plan.  If you’d like...
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How often will I receive a bill?
In most cases, your heat supplier will have instructed us to send you monthly bills. Some homes will receive bills every 3 months. In most cases, your heat supplier will have instructed us to send you monthly bills. Some homes will receive bills every 3 months.

Understanding your charges

Why is my bill estimated?
If your bill doesn’t look right, it could be because we needed to estimate how much heating and hot water you have used. You can find out more about how we estimate bills here.  This could have been caused by a temporary disruption in our remote connection with your heat meter. If we have be...
read more » If your bill doesn’t look right, it could be because we needed to estimate how much heating and hot water you have used. You can find out more about how we estimate bills here.&nbs...
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How do you estimate bills?
Our estimates are calculated like this: If we have received actual readings for the previous 3 Months, we will use the average consumption for your home to estimate your new bill. If we don’t have the last 3 actual reads from your property, we will use the last 3 months’ average consumption...
read more » Our estimates are calculated like this: If we have received actual readings for the previous 3 Months, we will use the average consumption for your home to estimate your new...
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I’m unhappy with my tariff and standing charge?
Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for your home, so that your heat supplier does not make any profit. You will find more information about how this is calculated here. Unfortunately, we are unable to change your tariff detai...
read more » Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for your home, so that your heat supplier does not make any profit. You w...
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My tariff is too high. What can I do?
Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for your home, so that your heat supplier does not make any profit. You will find more information about how this is calculated here. Unfortunately, we are unable to change your tariff detai...
read more » Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for your home, so that your heat supplier does not make any profit. You w...
read more »

How is my tariff calculated?
Your tariff is set by your heat supplier (normally your landlord or building owner) and unfortunately, we are unable to change your tariff details, unless instructed by your heat supplier. Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for...
read more » Your tariff is set by your heat supplier (normally your landlord or building owner) and unfortunately, we are unable to change your tariff details, unless instructed by your heat s...
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What VAT do I pay on my bills?
If your heat provider is VAT-registered, VAT will be added to your bill or smart meter charges, adding 5% to your total due. If your heat provider is VAT-registered, VAT will be added to your bill or smart meter charges, adding 5% to your total due.

Using your smart meter

What is a Smart Meter?
A smart meter connects directly to your home’s heating and hot water supply, accurately measuring the amount of energy used to heat your home and hot water. Your smart meter can provide useful information about your energy usage, as well as details about your account and remaining balance. Sma...
read more » A smart meter connects directly to your home’s heating and hot water supply, accurately measuring the amount of energy used to heat your home and hot water. Your smart meter can...
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Is there a way to top-up automatically?
To set up automatic top-ups on your Guru hub, you will first need to register for an online account with us. You will then be able to arrange an automatic top-up and make changes to your account settings whenever you like. You have the choice of setting your account to make a payment of £20...
read more » To set up automatic top-ups on your Guru hub, you will first need to register for an online account with us. You will then be able to arrange an automatic top-up and make chan...
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Why hasn’t my top-up appeared?
If you think a payment may not have been registered, please check your Smart meter display to see if the credit has been applied. If it hasn’t, please press the Top-Up button and enter the 20-digit number which you can find on your PayPoint receipt, email or text confirmation. For more information o...
read more » If you think a payment may not have been registered, please check your Smart meter display to see if the credit has been applied. If it hasn’t, please press the Top-Up button and e...
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Can I set up a Direct Debit on my Smart meter?
You can’t sign up for Direct Debit payments through your smart meter, but you can register your Pay-As-You-Go payment card with us online to set up automatic payments, which are similar.  Through automatic payments, you can choose to pay a fixed amount to us on the same date each month – so...
read more » You can’t sign up for Direct Debit payments through your smart meter, but you can register your Pay-As-You-Go payment card with us online to set up automatic payments, which are si...
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My Smart meter isn’t working
If your Smart meter is not working, please speak to a member of our team who may be able to help or will arrange for an engineer to visit. You can find the dedicated support number for your building by searching for your address here. You can also email us at anytime via our Contact Us page. If your Smart meter is not working, please speak to a member of our team who may be able to help or will arrange for an engineer to visit. You can find the dedicated support number...
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What should I do if my screen goes blank?
If your screen goes blank, please speak to a member of our team. You can find the dedicated support number for your building by searching for your address here. You can also email us at anytime via our Contact Us page.  If your screen goes blank, please speak to a member of our team. You can find the dedicated support number for your building by searching for your address here. You can also email...
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I have lost my Pay-As-You-Go card. What should I do?
If you lose your Pay-As-You-Go card or it becomes damaged, please contact us for a replacement.  There is a £15.00 charge for replacing lost or damaged cards. Please note: you only need a card to make payments at a registered PayPoint shop. You can make payments online, via text...
read more » If you lose your Pay-As-You-Go card or it becomes damaged, please contact us for a replacement.  There is a £15.00 charge for replacing lost or damaged cards....
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Moving in & moving out

I’ve just moved in. When will I receive a bill?
We hope you’re enjoying settling in to your new home. You should already have received a welcome brochure from us, that explains who we are and how we will bill you for your heating and hot water. If you’re a Pay-As-You-Go customer, you should also have received a payment card or a welcome email,...
read more » We hope you’re enjoying settling in to your new home. You should already have received a welcome brochure from us, that explains who we are and how we will bill you for your hea...
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I’m moving out. What do I need to do?
We’re sorry to hear that you’re leaving and wish you all the best in your new home. It’s important that we now provide you with an accurate final bill before you leave, so please contact us as soon as possible to let us know you are moving out. It is important that you let us know exactly when yo...
read more » We’re sorry to hear that you’re leaving and wish you all the best in your new home. It’s important that we now provide you with an accurate final bill before you leave, so pleas...
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I’m a Pre-pay customer and my tenancy is changing. Will I be charged?
Pre-pay customers Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make a number of changes to our records, so that we can make sure you always receive accurate information, advice and bills from us. We need to charge your heat provider (normally your l...
read more » Pre-pay customers Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make a number of changes to our records, so that we can make sure you...
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I’m a credit billing customer and my tenancy has changed. Will I be charged?
Credit Billing customers Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make a number of changes to our records, so that we can make sure you always receive accurate information, advice and bills from us. We need to charge your heat provider (normally...
read more » Credit Billing customers Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make a number of changes to our records, so that we can make s...
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How do I set up an account with Insite Energy?
Registering a new payment account You can set up a new payment account with us here.   Once you’ve submitted the registration form, you will receive an email requesting to confirm the email address you have chosen. Simply click on the highlighted link in your confirmation email to re...
read more » Registering a new payment account You can set up a new payment account with us here.   Once you’ve submitted the registration form, you will receive an email reques...
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When will I receive my payment card?
If you need a Pay-As-You-Go payment card, please contact us and we will arrange for a new card to be sent to you.  Please note that there may be a charge to replace lost or damaged payment cards in future. If you need a Pay-As-You-Go payment card, please contact us and we will arrange for a new card to be sent to you.  Please note that there may be a charge to replace lost or...
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I’ve recently moved in - why haven’t I received a bill?
Don’t panic. If you’ve been signed up for monthly billing by your heat supplier, you’ll receive your first bill from us after you’ve been in your home for more than a whole month. You’ll normally receive your new bill within the first week of every month after that. If you’d prefer to pay your...
read more » Don’t panic. If you’ve been signed up for monthly billing by your heat supplier, you’ll receive your first bill from us after you’ve been in your home for more than a whole mont...
read more »

Why have I received a bill addressed to someone else?
There are several reasons why you may have received a bill in someone else's name. Your building’s heat provider (normally your landlord) may only have instructed Insite Energy to bill a particular named person or, we have not received a Change of Tenancy form, or it might be that we haven’t...
read more » There are several reasons why you may have received a bill in someone else's name. Your building’s heat provider (normally your landlord) may only have instructed Insite Energy...
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Why hasn’t my Change of Tenancy been processed?
If you have submitted a Change of Tenancy form more than a month ago and your billing is still not correct, there may be an issue with our remote connection to the heat meter in your home. Please contact us so that we can perform any necessary checks on your heat meter and make sure that you are...
read more » If you have submitted a Change of Tenancy form more than a month ago and your billing is still not correct, there may be an issue with our remote connection to the heat meter in yo...
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Someone is moving in with me. What do I need to do?
If someone else is moving into your home, it will have an effect on your heating and hot water use. To make sure we can continue to provide you with accurate advice and reports, it’s important you let us know the name of any new residents and when they move in. Please contact us with details o...
read more » If someone else is moving into your home, it will have an effect on your heating and hot water use. To make sure we can continue to provide you with accurate advice and reports,...
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Practical advice

I am a leaseholder – how do I register my tenants as the main contacts on my account?
If you are a leaseholder renting out your property to a third party, you will be the primary account holder and your name will appear on all heating and hot water bills from Insite Energy.  Our bills are based on information downloaded automatically from your smart meter, so you won’t need t...
read more » If you are a leaseholder renting out your property to a third party, you will be the primary account holder and your name will appear on all heating and hot water bills from Insite...
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I’d like to change my energy supplier. I don’t want to be with Insite Energy
Insite is not your energy supplier.  We are a metering, billing and payments company for residents who are connected to a heat network in their building.  The energy supply for your building is arranged by your heat supplier, who is usually your building owner or landlord. Insite is not your energy supplier.  We are a metering, billing and payments company for residents who are connected to a heat network in their building.  The energ...
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Why are you referring me to my heat supplier? Can’t you help?
Your heat supplier has appointed Insite Energy to monitor and charge you for the heating and hot water you use. In some cases, we will also monitor and bill for cold water, electricity and air conditioning. Unfortunately, Insite Energy won’t be able to respond to queries about anything other than...
read more » Your heat supplier has appointed Insite Energy to monitor and charge you for the heating and hot water you use. In some cases, we will also monitor and bill for cold water, electri...
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What is typical consumption for a home like mine?
Your heating and hot water consumption will vary depending on a range of factors.  The size of your home, the number of people who live there, how long you have the heating on, what temperature you set on heaters or thermostats… all of these will affect your energy usage, so there is no ‘typ...
read more » Your heating and hot water consumption will vary depending on a range of factors.  The size of your home, the number of people who live there, how long you have the heating...
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Who are Insite Energy and who is my Heat Provider?
Your building owner or landlord is the ‘heat provider’ for your home.  They maintain the heat network in your building and have instructed Insite Energy to bill you for the heating & hot water that you use. Your landlord is responsible for supplying the energy to your home and choosing wh...
read more » Your building owner or landlord is the ‘heat provider’ for your home.  They maintain the heat network in your building and have instructed Insite Energy to bill you for the...
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How does a heat network work?
A heat network (also known as a district heating system or communal heating system) provides heating and hot water to each home in a building from a single, central source - such as a large boiler in a basement plant room.  Your landlord or building owner manages the energy supply to this pl...
read more » A heat network (also known as a district heating system or communal heating system) provides heating and hot water to each home in a building from a single, central source - such a...
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How can I reduce my heating bills?
Our How to reduce your energy bills page has handy hints to help you save money on your heating and hot water. Our How to reduce your energy bills page has handy hints to help you save money on your heating and hot water.

My consumption is too high. What can I do?
If you’re concerned that you’re spending too much on heating and hot water for your home, Our How to reduce your energy bills page has handy hints to help you save money on your heating and hot water.  If you’re concerned that you’re spending too much on heating and hot water for your home, Our How to reduce your energy bills page has handy hints to help you save money on your he...
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Where is my Pay-As-You-Go meter?
Your heat meter and your Pay-As-You-Go (PAYG) meter will usually be found in the utility cupboard in your home.  Unfortunately, Insite Energy does not choose the location of any meters in your home and our Customer Service team will not always know where to find it. Please contact your bu...
read more » Your heat meter and your Pay-As-You-Go (PAYG) meter will usually be found in the utility cupboard in your home.  Unfortunately, Insite Energy does not choose the location o...
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Why haven’t I received a reply to my enquiry?
We’re sorry if you haven’t had a response to your email.  We always aim to reply to emails within 14 days. If your enquiry is urgent, please call your dedicated customer services team to get an immediate response. You can find the dedicated support number for your building by searching fo...
read more » We’re sorry if you haven’t had a response to your email.  We always aim to reply to emails within 14 days. If your enquiry is urgent, please call your dedicated customer se...
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I have additional needs – what assistance can you provide?
Your heat supplier has given us details of any residents in your building who may have additional needs – such as being hard of hearing or visually impaired. If you need any additional support in order to communicate with us, please let us know and we will do our best to help. You may wish to...
read more » Your heat supplier has given us details of any residents in your building who may have additional needs – such as being hard of hearing or visually impaired. If you need any add...
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Covid-19

Can I still speak to an advisor?
Yes. Our team of advisors are fully operational should you need to call us. We are committed to providing our highest levels of service for our customers during this difficult time. Please contact us via the phone number found within your scheme brochure or by clicking on ‘Your Home’ and entering...
read more » Yes. Our team of advisors are fully operational should you need to call us. We are committed to providing our highest levels of service for our customers during this difficult time...
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If I am shielding or self-isolating how can I top up my prepayment account?
Residents do not need to leave their homes to top-up. Please give us a call to top up, or top-up online here. Residents do not need to leave their homes to top-up. Please give us a call to top up, or top-up online here.

What if I can’t pay my bill?
We are committed in supporting our customers through this difficult time by providing a range of flexible payment options. Please get in touch with us to discuss the options available to you. We are committed in supporting our customers through this difficult time by providing a range of flexible payment options. Please get in touch with us to discuss the options availa...
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Will I still receive my paper bill?
Yes, we are still sending paper bills as normal. If you wish to receive your bills via email, please contact one of our advisors who will be able to help. Yes, we are still sending paper bills as normal. If you wish to receive your bills via email, please contact one of our advisors who will be able to help.

What if I have a problem with my heat or hot water?
If you have a problem with your heating and hot water, please get in touch with us. We are still responding to emergencies and our engineers are available for visits. Our engineers are following guidelines and have the necessary PPE prepared to visit properties. If you have a problem with your heating and hot water, please get in touch with us. We are still responding to emergencies and our engineers are available for visits. Our engineers...
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